Director, Guest Experience – Lakehouse

KPMG is currently seeking a Director, Guest Experience to join our KPMG Lakehouse organization.

• Establish and execute the strategic vision for the Lakehouse guest experience; identify opportunities to innovate and enhance participant engagement across the complete guest journey, from pre-arrival through departure
• Oversee guest feedback and experience measurement programs, including survey strategy, reporting, analytics, Qualtrics platform utilization, and AI-enabled insights; translate data into actionable recommendations that improve the participant’s experience and operational effectiveness
• Provide strategic oversight for activity programming, networking opportunities, wellbeing experiences, cultural initiatives, community impact activities, and engagement touchpoints that enhance the Lakehouse experience beyond the classroom
• Partner with internal and external stakeholders to ensure alignment, operational readiness, and consistent delivery of the Lakehouse experience; serve as a key advisor to leadership on participant needs, emerging trends, and experience initiatives
• Lead strategic initiatives and special projects that support Lakehouse priorities, sustainability initiatives, process improvement, risk management compliance, and operational excellence
• Lead, coach, and develop a high-performing guest experience team; establish priorities, manage workloads, support career development, and foster a collaborative and inclusive culture
• Act with integrity, professionalism, and personal responsibility to uphold KPMG’s respectful and courteous work environment

• Minimum ten years of recent progressive leadership experience in hospitality, guest experience, customer experience, event operations, learning environments, destination management, or related fields
• Bachelor’s degree from an accredited college/university
• Proficiency in creation and implementation of feedback mechanisms
• Demonstrated experience leading teams and managing complex stakeholder relationships
• Strong analytical skills as well as advanced organizational, leadership and communication skills
• Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future; KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa)